Once Microsoft Teams Calling is enabled, the next question many organizations ask is: How do we handle incoming calls professionally? That’s where the Teams Queues app comes in—but for beginners, call queues and auto attendants can feel complex and unclear.
This 60 minute beginner-friendly session introduces the Teams Queues app and explains how call queues and auto attendants work in Microsoft Teams, without diving deep into telephony theory or advanced configuration. We’ll cover what the Teams Queues app is used for, how call queues and auto attendants differ, and how common scenarios, like main numbers, department lines, and after-hours routing, are typically handled.
Designed for new or accidental Teams admins, help desk professionals, and anyone supporting Teams Calling, this session focuses on understanding concepts, terminology, and real-world usage so you can confidently support or discuss Teams-based call handling before touching advanced settings.

Intended Audience
• Beginners to Microsoft Teams Calling
• Help desk professionals supporting Teams voice
• Accidental or new Teams admins
• Anyone curious about handling calls in Teams
Learning Takeaways
• Clear understanding of the Teams Queues app
• Confidence explaining call queues and auto attendants
• Awareness of common usage patterns and pitfalls
• A solid foundation before deeper configuration or PowerShell